1 reviews | Active since Jan 2025
Horrible at communication, unlikely to meet their delivery terms. Report them to the CGSO.
If you’re reading this and are considering buying from Cielo - just read the comments and don’t assume that you’ll be the exception.
If you’re on here because you’re frustrated and don’t know what to do, contact the Consumer Goods Ombudsman (https://www.cgso.org.za/), they have a WhatsApp channel and they’re pretty responsive/generally good. Save all comms of you trying to address your issue and they can be very helpful. If not, and you’re fortunate enough to afford legal services - get a lawyer to approach Cielo or the structures set out in the CPA. The more of us that take the time/responsibility to try float out bad traders, the more pleasurable our trading experience will be. So don’t just complain on HelloPeter, that makes the rest of us aware - which is great, but it doesn’t help with future compliance - contact the regulator or a legal professional if you can. Let them spend as much of their time and money assigning someone other than a customer service agent to sort out these concerns, as you spend engaging them to meet their own Ts and Cs.
I placed an order about two weeks ago. I didn’t even get an order confirmation. So been doing back and forth communication just to get a sense of where my order is. It’s 2025, why do I call a company to understand my order status. Anyway, I’m almost at day 14 since order date, still haven’t heard anything so I doubt that they will keep to their delivery terms (I ordered after the festive season). Not ideal, considering I’m living without furniture. After reading the comments, I’m bracing for stress and admin. Companies like this should not exist and/or be funded.
Thank you very much for taking my call.
My sincerest apologies again for the challenges you have faced with our team.
We will ensure that your concerns are addressed as a matter if urgency and provide you with an update on the when your delivery will take place.
Kindest Regards,
Customer Service Team.
Thank you very much for taking my call.
My sincerest apologies again for the challenges you have faced with our team.
We will ensure that your concerns are addressed as a matter if urgency and provide you with an update on the when your delivery will take place.
Kindest Regards,
Customer Service Team.
Firstly, thanks for the call and trying to resolve the issue. As the person responsible for this leg of the value chain, I get that you probably get all the brunt from issues that arise before you and appreciate you engaging me fairly and honestly - despite the circumstances.
A few things to note as feedback, sorry the context is important:
The very first time I reached out to Cielo, was a day or two after my order was placed. The crux of the request was that I didn’t receive an order confirmation and the order was also not on my online profile - please could it be allocated to it. You can pop open the start of my ticket for the full message. The rep then responded via mail, stating that my order was processed and I would get a mail when it’s dispatched. They didn’t answer any of my question around me not receiving the confirmation and the order not being on my profile.
After your call today, the same rep contacted me, and told me that the email they sent the comms to was incorrect, with a tone that I read to imply that the issue was caused by me despite the reason for me reaching out to Cielo as you can see on Zendesk. They then send me the name of your courier and a waybill number with no instruction on where to use them. I go into your courier site and there’s no place to input the waybill number. I contact the courier and get no response. I email the rep back and after some time, call. Im told the rep is on lunch, but she was supposed to send me contact details. I then get the mail from her, which again, I thought was very disingenuous. On the mail she gives the contact number that I tried to call with no response and then says that they’ll deliver my order on Monday.
As mentioned above, the tone of that mail refuses to take responsibility for the mistakes that have happened here (acknowledging that I made the mistake with my email but ignoring the fact that the reason for initial contact was to fix this). The tone and content of the email I received is disingenuous and misleading.
I think you could do so much better on your comms - and having reps that actually try to solve issues instead of putting a band-aid on them.
Alas, I’ll wait to see if/how the delivery process goes on Monday.
Thanks again for the effort Shandre
Firstly, thanks for the call and trying to resolve the issue. As the person responsible for this leg of the value chain, I get that you probably get all the brunt from issues that arise before you and appreciate you engaging me fairly and honestly - despite the circumstances.
A few things to note as feedback, sorry the context is important:
The very first time I reached out to Cielo, was a day or two after my order was placed. The crux of the request was that I didn’t receive an order confirmation and the order was also not on my online profile - please could it be allocated to it. You can pop open the start of my ticket for the full message. The rep then responded via mail, stating that my order was processed and I would get a mail when it’s dispatched. They didn’t answer any of my question around me not receiving the confirmation and the order not being on my profile.
After your call today, the same rep contacted me, and told me that the email they sent the comms to was incorrect, with a tone that I read to imply that the issue was caused by me despite the reason for me reaching out to Cielo as you can see on Zendesk. They then send me the name of your courier and a waybill number with no instruction on where to use them. I go into your courier site and there’s no place to input the waybill number. I contact the courier and get no response. I email the rep back and after some time, call. Im told the rep is on lunch, but she was supposed to send me contact details. I then get the mail from her, which again, I thought was very disingenuous. On the mail she gives the contact number that I tried to call with no response and then says that they’ll deliver my order on Monday.
As mentioned above, the tone of that mail refuses to take responsibility for the mistakes that have happened here (acknowledging that I made the mistake with my email but ignoring the fact that the reason for initial contact was to fix this). The tone and content of the email I received is disingenuous and misleading.
I think you could do so much better on your comms - and having reps that actually try to solve issues instead of putting a band-aid on them.
Alas, I’ll wait to see if/how the delivery process goes on Monday.
Thanks again for the effort Shandre
Thank you for sharing your experience with me and allowing me to assist you.
Please rest assured that all the concerns you pointed out will be addressed and we will do the best we can to improve on our service and communication.
Thank you for taking my call again, i truly appreciate the chat and that you are open to allowing us to turn your negative experience into a positive one.
We look forward to serving you again soon.
Kind Regards,
Customer Service Team
Thank you for sharing your experience with me and allowing me to assist you.
Please rest assured that all the concerns you pointed out will be addressed and we will do the best we can to improve on our service and communication.
Thank you for taking my call again, i truly appreciate the chat and that you are open to allowing us to turn your negative experience into a positive one.
We look forward to serving you again soon.
Kind Regards,
Customer Service Team